Covid-19 Important Information

NEWSLETTER
LIVE NINGALOO
06 MAY, 2020
Release: Same Day

Live Ningaloo’s Response to Novel Coronavirus (COVID-19) V3

Our last update was on the 26th of March and we said we would aim to brief you by the end of April. We are late but it’s because we still are unclear about reopening. We’ve been following the guidelines laid out by WA and Australia and both have not yet given us concrete information on when restrictions will be lifted.

We thought we would send you regular, transparent, proactive communication to help you and help us better manage our communications. A summary of what has happened thus far:

15 March 2020: The first newsletter sent to all 2020 guests booked explaining the safety and precautions we were taking to mitigate COVID-19.

18 March 2020: 2020 Season starts for Live Ningaloo.

22 March 2020:  Started the internal chat with our industry informing them we were going to be closing and they should too. Told our staff we would need to stand them down until we reopen.

23 March 2020: Official press release stating we would suspend our season until the 19 April 2020.

24 March 2020: After a night’s sleep, we decided it would be best to have an assertive suspension until the end of May 2020.

25 March 2020: We did a Facebook Live explaining where we were at, and our Terms & Conditions.

26 March 2020: Realised we needed to reach back out to all of our June – October 2020: guests to keep you informed, hence this newsletter.

27 March 2020: Our last staff member, Chelsea and office extraordinaire, is standing down until further notice.

05 April 2020: Sonia was on the radio with 6PR 882 with Mark Gibbo about what it’s like in the region and how much we need people to visit when borders reopen.

07 April 2020: We wrote to our local, state, and national representatives MP Mellisa Price, Hon. Paul Papalia, Hon. Mark McGowan and Hon. Scott Morrison to consider businesses in all of northern Australia. Regional, seasonal tourism businesses have largely been missed in the stimulus help and we’ve all just come off of 4 – 5 months off-season.

08 April 2020: We announced our retail product on our Instagram Story. We invested in a small amount of stock prior to the season start for guests expected this year but have realised we really need to sell this for continued cash flow.

18 April 2020: The online store for our 2020 collection opened. What a mission that was, yew! Our online collection is ready for you now. Thanking all of you have made a purchase already, you are legends.

30 April 2020: Tourism Western Australia announced ‘Our Story’ featuring Live Ningaloo.

04 May 2020: We collaborated with a group of firestarters in our industry to help protect regionally focused seasonal businesses this year and we’ve authored an open letter to our government officials. Please will you consider signing it and sending it to others?

We’ve been using the time to process every single cancellation, enquiry, phone call personally, tightening our own systems, using the pent up frustration to hand scrub our bathroom floors and managed one movie Lord of the Rings & Hobbit marathon. We’ve also been spending time helping other people in our industry behind the scenes.

We haven’t made a decision yet on our June 2020 and beyond, but we will handle each reservation booked 01 June and later with a two-week window. Meaning, if you are booked for 01 June, we will be in touch by the 18th of May for processing.

Some of the emails we’ve received are of concern asking us if we really will be around next year and the answer is yes. What still rings true is we need you. If you can help us during this challenging time, we need you and your help.

If you are booked 01 June or later and you are thinking of cancelling, please do not. Please instead postpone your trip to 2021 or take a gift card voucher. Gift card vouchers will not have an expiry date.

If you are not able to do that and would like a full refund, we understand, per the video above and our website, we are sticking to our Terms & Conditions, and we will do that for you, prioritising people by tour date order (e.g. May, June, and so on).

We ask that you be patient with us because we have up and down days and are doing our best to manage a situation we’ve never been in before. Please be mindful of that when you reach out.

Whilst we are closed for the moment, we are in the office scratching away at the mountain, and we will be back operating as soon as it’s safe to. We cannot wait to share the Ningaloo Life with you when we, and you, return. For now, check out the video, shot yesterday when we were just exploring a new snorkel site. These cheeky beauties decided to have a quick look before moving on.

Best,

Murray, Sonia & the future Live Ningaloo Team

 

NEWSLETTER
LIVE NINGALOO
26 MAR, 2020
Release: Same Day

Live Ningaloo’s Response to Novel Coronavirus (COVID-19) V2

We sent an update to you just before our season started on the 18 March 2020 and as you know the situation with COVID-19 worldwide has been changing moment to moment, and we’ve been following it as closely as humanely possible.

We thought we would send you regular, transparent, proactive communication to help you and help us better manage our communications. A summary of what has happened thus far:

15 March 2020: The first newsletter sent to all 2020 guests booked explaining the safety and precautions we were taking to mitigate COVID-19.

18 March 2020: 2020 Season starts for Live Ningaloo.

22 March 2020:  Started the internal chat with our industry informing them we were going to be closing and they should too. Told our staff we would need to stand them down until we reopen.

23 March 2020: Official press release stating we would suspend our season until the 19 April 2020.

24 March 2020: After a night’s sleep, we decided it would be best to have an assertive suspension until the end of May 2020.

25 March 2020: We did a Facebook Live explaining where we were at, and our Terms & Conditions.

26 March 2020: Realised we needed to reach back out to all of our June – October 2020: guests to keep you informed, hence this newsletter.

27 March 2020: Our last staff member, Chelsea and office extraordinaire, is standing down until further notice.

We have never been in this situation, nor were we prepared to lose every pre-booked guest or have no bookings for an entire year.

We haven’t made a decision yet on our June 2020 and beyond, but we will by the end of April and will be sending you more correspondence then, we ask you to be patient until then to make your final decision.

The reality is we need you. If you can help us during this challenging time, we need you and your help.

If you are booked 01 June or later and you are thinking of cancelling, please do not. Please instead postpone your trip to 2021 or take a gift card voucher. Gift card vouchers will not have an expiry date.

If you are not able to do that and would like a full refund, we understand, per the video above and our website, we are sticking to our Terms & Conditions, and we will do that for you, prioritising people by tour date order (e.g. March, then April and so on).

We ask that you be patient with us during this process. We don’t have any staff helping us past this Friday. Please be mindful of that when you reach out. We are frazzled and doing the best we can given the situation.

Whilst we are closed for the moment, we are in the office scratching away at the mountain, and we will be back operating as soon as it’s safe to. We cannot wait to share the Ningaloo Life with you when we, and you, return.

Best,

Murray, Sonia & the future Live Ningaloo Team

 

MEDIA RELEASE
LIVE NINGALOO
23 MAR, 2020
Release: Immediate

Announcement from Live Ningaloo regarding our 2020 season and COVID-19

The entire team at Live Ningaloo is appreciative to the incredible first responders, doctors, nurses, researchers, public health experts and civil servants around the world who have poured every bit of themselves out and continue to serve now and into the future.

We are very mindful of the impact we have on the environment; our industry predicated on the reduction of this impact. In this case, it’s our fellow humans, and we have a duty of care we need to address.

The COVID-19 pandemic and its impact have risen to a level where we are uncomfortable operating, especially during the upcoming school holiday period. We consider the ethical responsibility we have to our guests, crew, the community here and across the state, country and beyond an important one.

What we do draws people from all over the world, and we cannot in good conscious contribute to the possible spread of COVID-19. In short, we want to rest our head on the pillow each night knowing we are doing everything possible to uphold the values which we consider foundational to our business.

Effective from 5:00 pm today we are closing our operations until 19th April 2020.

We will continue to monitor the situation in the coming weeks and months, and when we deem it safe to reopen, we will. We do promise to make this reopening well-considered, and we ask you to be patient with us if you have tours booked with us post this date.

For those booked on 20th April 2020 or later who are considering cancelling we ask you to consider postponing your trip and rebooking for a later date or converting your ticket to a gift card voucher to use at a later date.

We understand this announcement might flood our inbox with cancellations, and we will respond to you. Please realise we are a small team, we are real humans who are devastated on the other end of this thing trying to do our best, and we would appreciate your patience as we work through each person taking the same thought and care we did when we received your booking.

Whilst this is a difficult time for us and the world, we will be here in the future. We will look forward to sharing our Ningaloo life with you, and we hope until then you keep well and spread kindness during this dark time.

“Although the world is full of suffering, it is also full of the overcoming of it.” ― Helen Keller

Warmly,

Murray, Sonia and the Live Ningaloo Team

END.

For further information contact Sonia Beckwith, Co-Owner of Live Ningaloo: [email protected] or +61 487 064 187.